DESCRIPTION
Do you Enjoy Serving Others? This is for You! Customer Service Retention- Monday-Friday Schedule.
CUSTOMER SERVICE REPRESENTATIVE - RETENTION
JOB SUMMARY:
This position is responsible for providing service to the customer base of Spark Energy Electricity and Gas, and other potential organizations. These entities offer retail natural gas or electricity to residential and commercial customers across the country. Individual must excel in a dynamic, troth oriented, team environment. Spark Energy is committed to providing outstanding customer service, and this individual must personify this attitude.
SUMMARY OF ESSENTIAL JOB FUNCTIONS:
MINIMUM REQUIREMENTS:
Here is a look at Etech Jamaica:
Do you Enjoy Serving Others? This is for You! Customer Service Retention- Monday-Friday Schedule.
CUSTOMER SERVICE REPRESENTATIVE - RETENTION
JOB SUMMARY:
This position is responsible for providing service to the customer base of Spark Energy Electricity and Gas, and other potential organizations. These entities offer retail natural gas or electricity to residential and commercial customers across the country. Individual must excel in a dynamic, troth oriented, team environment. Spark Energy is committed to providing outstanding customer service, and this individual must personify this attitude.
SUMMARY OF ESSENTIAL JOB FUNCTIONS:
- Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner
- Research account status and identify account issues
- Address billing inquiries and resolve billing disputes
- Process disconnection and reconnection requests
- Enroll customers and resolve enrollment issues
- Provide price quotes to prospective customers
- Follow up with customers to attain required account information
- Initiate collection activity on past due accounts and process disconnection and reconnection requests
- Respond to emailed customer inquiries with factually and grammatically correct written communications
- Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role
- Track performance against targets
- Be responsible for handling all call types related to gas and electric commodities as well as large commercial/industrial customer inquiries
- Demonstrate the ability to communicate with customers in writing for both chat and email communication as well as telephone interactions.
MINIMUM REQUIREMENTS:
- Minimum of 1 year of experience in an Inbound Call Center Environment, with Customer Care Experience, Customer Rentention strongly preferred.
- Bilingual (English/Spanish) strongly preferred.
- Must be flexible to work a variety of shifts between the hours of 7:00 AM - 7:00 PM Monday - Friday (approximately 40 hours worked per week).
- Previous sales experience required.
- Experience in natural gas retail market preferred.
- Experience in similar markets such as utilities, telecom, or cable preferred
- High School Diploma, College Education in Marketing/Sales-Certificate in Business Management, 4 CXC's including English Language, CAPE-Studies.
- Outstanding phone etiquette and polished communication skills (written and verbal)
- Excellent listening skills. Ability to maintain a calm demeanor when dealing with agitated customers.
- Attentive to detail and committed to high quality customer service
- Strong quantitative, analytical, and problem solving skills
- Willingness to identify problems and suggest process improvements
- Proficiency in Windows environment and MS Word and Excel applications
- Solid data entry skills.
Here is a look at Etech Jamaica:
- Employee Referral Program
- Health and Life Insurance Benefit – Partial
- Free Shuttle Service for late shifts
- Night Shift Differential
- Paid Training
- Career Advancement Program
- Bonuses and incentives based on campaign
- Monthly Rewards and Recognition and Birthday Club
- Opportunity to participate in Monthly Give Back Initiatives for the Community
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